Client Service Manager

Client Service Manager — Dedicated Client EngagementLocation: Albany, NY (preferred) or greater NY area, with regular travel to Albany. Relocation assistance available for candidates willing to relocate to Albany.Position Overview:The Client Service Manager (CSM) is a dedicated, single-client role supporting one of Arctiq's key managed security services accounts. Unlike a traditional CSM covering a portfolio of clients, this role is fully embedded with one client, allowing for deep familiarity with their environment, stakeholders, and operational rhythm.This role requires a client-facing professional with strong technical grounding in security operations, excellent communication skills, and the ability to build trust and manage expectations in a high-stakes, high-expectation environment. The ideal candidate is comfortable operating under pressure, skilled at managing demanding stakeholders with professionalism, and adept at translating client direction into clear, actionable guidance for the delivery team.Responsibilities:Serve as the primary, dedicated point of contact for the assigned clientBuild and maintain a strong, trust-based relationship with a high-expectation clientUnderstand and anticipate client needs, priorities, and shifting expectationsProactively identify and resolve client concerns before they escalateOperate effectively and calmly under pressure, in a demanding and fast-paced client environmentEnsure services are delivered according to agreed-upon SLAsMonitor service performance and report on key metricsCoordinate with technical teams to resolve client issuesManage service delivery projects and implementations specific to the client's environmentProvide regular updates to the client on service performance, security incidents, and relevant developmentsPrepare and deliver reports on security posture and trendsAccurately receive, interpret, and translate client direction into clear guidance for the internal delivery teamServe as the communication bridge between a demanding client stakeholder group and Arctiq's technical teamsHelp the client understand security risks and vulnerabilities specific to their environmentProvide guidance on security best practicesFacilitate security awareness training as neededQualifications:Education in Information Security or a related field (or equivalent experience)Proven experience working in an MSP or MSSP environmentHands-on experience with Splunk and CrowdStrike (required — both are core technologies in the client's environment)Excellent communication, presentation, and interpersonal skills, with demonstrated ability to manage demanding or high-expectation stakeholdersPrior experience managing client relationships, receiving and acting on direction, and translating that direction effectively for a delivery teamStrong problem-solving and troubleshooting abilitiesBased in Albany, NY, or willing to relocate (relocation support provided); candidates based elsewhere in the NY area must be available for regular travel to AlbanyPreferred Qualifications:Certifications such as CompTIA Security+, CISSP, or CISMFamiliarity with Jira (client's ticketing platform)Familiarity with ArmisExperience in the IT/Security industryExperience coordinating with technical teams and managing timelines in a single-client, embedded modelBenefits:Competitive salary and performance-based incentivesOutstanding health, dental, and vision insurance plansRetirement savings plan with employer matchingRelocation assistance for candidates relocating to the Albany areaProfessional development and training opportunitiesCollaborative and inclusive work culture with opportunities for career growthArctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.